Sr. Specialist, Customer Service

DIRECTV is seeking a highly skilled and customer-focused Sr. Specialist to join our Customer Service team. This role will be responsible for resolving complex customer issues, providing technical support, and serving as the first level of escalation for problem resolution. The ideal candidate will have strong problem-solving abilities, excellent communication skills, and a proactive approach to identifying and addressing service-affecting issues. This position plays a crucial role in ensuring consistent customer satisfaction and contributing to operational improvements across our service organization. Here’s what you’ll do: Resolve complex customer issues related to repair, maintenance, billing, and orders that require specialized knowledge and expertise. Proactively identify, communicate, and resolve service-affecting issues before they impact customer experience. Provide advanced technical support for product service problem resolution, utilizing in-depth product knowledge. Serve as the first level of escalation for problem resolution with consumer customers. Direct, coordinate, and provide the highest level of customer service to ensure consistent customer satisfaction. Recognize patterns in customer issues and recommend operational improvements to leadership. Document complex issue resolutions for knowledge sharing and process improvement. Collaborate with cross-functional teams to address systemic issues and implement solutions. Mentor and provide guidance to customer service representatives on handling difficult situations. Monitor and analyze customer feedback to identify trends and improvement opportunities. Participate in special projects aimed at enhancing customer experience and operational efficiency. Stay current with product updates, service offerings, and company policies to provide accurate information. Maintain detailed records of customer interactions and issue resolutions. Develop and maintain relationships with internal partners to expedite issue resolution. Contribute to the development of customer service standards and best practices. What you’ll need to be successful: High school diploma or equivalent required; Associate's or Bachelor's degree preferred. 1 – 3 years of relevant experience in customer service, technical support, or related field. Strong problem-solving skills with the ability to troubleshoot complex issues. Self-starter who takes initiative and works independently with minimal supervision. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly. Can-do, positive attitude and a roll-up-your-sleeves approach to problem-solving. Personable and flexible to adapt to changing demands of the business. Proficiency in customer service software and tools. Experience with technical troubleshooting and product support. Strong attention to detail and ability to maintain accurate records. Excellent time management skills and ability to prioritize effectively. Experience in telecommunications, entertainment, or technology industry preferred. Ability to remain calm and professional when dealing with challenging customer situations. Basic understanding of billing systems and order processing. Customer-centric mindset with a genuine desire to provide exceptional service. This Sr. Specialist, Customer Service position offers an exciting opportunity for a customer service professional to take their career to the next level by handling complex issues and contributing to operational improvements. The ideal candidate will combine technical knowledge with strong interpersonal skills to deliver outstanding customer experiences. This role requires someone who is solution-oriented, adaptable, and committed to excellence in every customer interaction. May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer’s proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law. This is a remote position that can be located anywhere in the contiguous United States. #LI-Remote A career with us comes with big rewards: DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location. The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. DIRECTV WAGE ZONES $42,793 - $77,642 Low (N1): $42,793 - $64,139 Mid (N2): $45,045 - $67,515 High (N3): $49,550 - $74,267 Top (N4): $51,802 - $77,642 Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package. Apply today! Fair Chance Ordinance Notice for Los Angeles County applying for jobs at DIRECTV Compliance Notice Regarding Use of Automated Decision-Making Tools in Hiring Process Apply To This Job